Slide 2

(Andales)

What are his contribution to Quality Management?
Armand V. Feigenbaum is the originator of the total quality movement.
**He defined quality based on customer’s actual experience with the product or service. His landmark text, Total Quality Control, has significantly influenced industrial practices.

He predicted that quality would become a significant customer-satisfaction issue, even to the point of surpassing price in importance in the decision-making process.
**As he predicted, consumers have come to expect quality as an essential dimension of the product or service they are purchasing.

(Dominguez)

His definition of quality is broad-reaching.
** it stresses that quality is a customer determination; that is , only a customer can decide if and how well a product or service meets his or her needs, requirements, and expectations.

“…a customer determinations which is based on the customer’s actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market. “

Slide 3 to 4

(Amor)

Feigenbaum’s 19 steps 1. 2. Total quality control is defined as a system of improvement. 3. Big Q quality is more important than a little q. 4. Control is a management tool with four steps. 5. Quality control requires integration of uncoordinated activities. 6. Quality increases profits. 7. Quality is expected, not desired. 8. Humans affect quality. 9. TQC applies to all products and services. 10. Quality is a total life-cycle consideration. 11. Control the process.

(Villaruel)

12. A total quality system involves the entire company-wide operating work structure. 13. There are many operating and financial